We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 361839 results
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Decision Reference DRN-5204392
11 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5204392 The complaint Mr M complains that Barclays Bank UK PLC unreasonably blocked his accounts without explanation. What happened On 8 August 2023 Mr M that that he couldn’t make payments from his personal and business accounts. When he contacted Barclays, he wasn’t given any fur... (2 pages)View decision -
Decision Reference DRN-5119491
11 Dec 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5119491 The complaint Mr S is unhappy with what DAS Legal Expenses Insurance Company Limited did after he made a claim on his legal expenses insurance policy. What happened In June 2023 Mr S sought assistance from his policy with an employment claim after he was made redundant. Afte... (3 pages)View decision -
Decision Reference DRN-5199136
11 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5199136 The complaint Mr P complains that Santander UK Plc won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. Mr P has been represented in bringing his complaint to our service by a family member. But for ease of reference, I’ll ref... (5 pages)View decision -
Decision Reference DRN-5089467
11 Dec 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-5089467 The complaint Mr S, Mrs S and Mr H complain that they weren’t notified when the fixed interest rate period on their mortgage with Clydesdale Bank trading as Virgin Money was coming to an end. The monthly payments increased very significantly as a result. What happened Whilst... (4 pages)View decision -
Decision Reference DRN-4939698
11 Dec 2024 Phoenix Life Limited Not upheldInsuranceDRN-4939698 The complaint Mr C complains that Phoenix Life Limited mis-sold him a term assurance policy. Mr C is represented by Mrs C. What happened In April 2000, Mr C was advised to take out a term assurance policy by a broker. Phoenix is now responsible for complaints about that brok... (3 pages)View decision -
Decision Reference DRN-5201106
11 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5201106 The complaint Mr P complains U K Insurance Limited trading as Direct Line (“UKI”) has unfairly declined a claim for treatment on his pet insurance policy. Any reference to UKI includes the actions of its agents. What happened The circumstances of this complaint are well know... (2 pages)View decision -
Decision Reference DRN-5170102
11 Dec 2024 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5170102 The complaint Miss G complains that Stellantis Financial Services UK Limited trading as Vauxhall Finance was irresponsible in its lending to her. She wants a financial settlement. What happened Miss G was provided with a conditional sale agreement by Vauxhall Finance in May ... (3 pages)View decision -
Decision Reference DRN-5006392
11 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5006392 The complaint Ms M complains that HSBC UK Bank Plc trading as First Direct (‘First Direct’) won’t refund the money she says was lost as the result of a scam. What happened In February 2020 and October 2020, Ms M invested with a company I’ll refer to as H. Ms M says she fou... (3 pages)View decision -
Decision Reference DRN-5142283
11 Dec 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5142283 The complaint Mrs E complains that her Tesco Personal Finance PLC credit card is often declined in supermarkets, restaurants and shops. What happened In April 2024, Mrs E complained to Tesco that her credit card had been repeatedly declined. One shop’s staff member told Mrs ... (2 pages)View decision -
Decision Reference DRN-5174168
11 Dec 2024 Mortgage Required Ltd UpheldMortgagesDRN-5174168 The complaint Ms L and Mr W complain that Mortgage Required Ltd (which I’ll refer to as MRL) failed to submit a mortgage application on their behalf. As a result, they missed out on lower interest rate products and were on their lender’s standard variable rate for about six ... (7 pages)View decision
